Listening to support calls for quality and compliance is one of the most time-consuming tasks for any QA or compliance team. At DivamTech, we built a Call Center QA Agent that automates this process with precision — without sacrificing accuracy or context.

📞 The Challenge

• Manual QA takes up hundreds of hours monthly

• Mistakes can expose companies to legal and customer service risks

• Reviewing all calls is simply not scalable

  
  

🤖 The AI Agent Solution

The Call Center QA Agent:

• Accepts audio recordings

• Transcribes them into text

• Analyzes the dialogue using QA and compliance rules

• Outputs a report detailing compliance score and flagged moments

  
  

⚙️ How It Works

• Interface: Form with file upload

• LLM Used: AWS Bedrock – Claude 3.5 Sonnet

• Data Source: Uploaded audio files (support calls)

• Output: QA/compliance report

• Time to Launch: Easy

  
  

📈 Business Impact

• ⏱ Cut QA analysis from 100 hours/month to 4

• ⚖️ Strengthens compliance coverage

• 🧑‍⚕️ Frees up human reviewers for high-level strategy and training

  
  

💼 Why DivamTech?

We engineer domain-specific AI workflows with compliance at their core. Whether it’s for healthcare, finance, or SaaS support — our agents follow the rules and scale your review process.

Want to automate compliance in your support center?

Let’s build your AI QA agent → divamtech.com/contact